Teckst Software

Pros

Ease of use. Integrates with out system. Teckst sends us reports as needed so we can track our performance. Have never had any major issues.

Cons

Would like more robust reporting features. And I guess anything could be cheaper but no complaints from our team.

Teckst allows us to create automatic responses and create a workflow that fits our dynamics.

Thanks to this tool we have been able to organize our customer support team in an intuitive way. I love that we can receive tickets via SMS. It is a tool that complements very well with the service we offer.

Pros

Create customer tickets in a fast way. It also makes it very easy for customers to create tickets via SMS. You can also receive tickets via facebook, whatsapp and other messaging services.

Cons

In general there is no negative point since they comply with what they promise. What I can comment is that I find it a bit expensive. Perhaps for the same price they could increase the number of agents or offer some additional benefit.

Improved Customer Satisfaction.

Pros

- Customers LOVE sms
- up and running quickly
- no new interface required. CSRs use the interface they are used too

Cons

- because of it's simple function, connecting SMS channel to zendesk, they're wasn't much to not like...

Pros

Ease of use. We up and running in no time. The Teckst was quick with the setup. Teckst worked great with HelpScout.

Cons

A little pricey if you don't used it daily. Price for a bundle of text should be an option or a price per text.

Pros

I loved how easy it was for my agents to use, its ability to integrate into all of my team's tools, and the hands on fantastic customer service I always received.

Cons

This feature may have since been added but it would have been great to have the ability to mass text to our customers.

Pros

Since adding Teckst to our customer communication plan, we've seen an increase in our response rate. Customers appear more than happy to have a quick chat via texting, as opposed to an email chain or talking on the phone. The integration into our current ticketing system has been great and allowed our team to seamlessly talk with our customers. In addition, the support provided by their team has been beyond accommodating and helpful and they are very open and receptive to all of our feedback.

Cons

We have been waiting for the feature release to send multiple messages at the same time. This feature has just become available, and we look forward to trying this out.

Pros

Their customer service has been really awesome. They are also quick to get us updated on the new features and overall any transitions have been painless. Super easy to work with them!

Cons

We've been using them for a while now and it's taken a little longer than expected for them to add additional features that are becoming more common in the SMS world. But I do think they've started to ramp up lately.

Faster decisions with our clients.

Pros

Makes our job so much easier and we can keep track of client decisions (vs phone calls). We need clients to decide fast and emails sometimes seem to get buried in clients inbox. We hope our vendors start doing the same so we don't have to get on the phone to contact them.

Close contact with our customers, efficient way to communicate.

Pros

Love being able to engage our customers on this channel. Not only are we able to show folks we're forward thinking but we're reliable and able to meet them right in their messages.

Cons

Would love to see even more innovation because Infully support this product. Excited to see what else is released down the road.

Pros

customer support is excellent, simple integration with our CRM system allowing us to use SMS as a channel within our existing workflows

Cons

would be nice to have a customer facing dashboard to collect metrics without having to contact account management

On it's initial small-scale test for confirming pre-scheduled calls to customers, we saw an 8.5% increase in decision-maker reach rates on those scheduled calls, and a 11.5% increase in sales conversion when decision makers were reached. The combined 22% lift in sales was a clear winner, and we are now looking to increase the automated use cases to include order confirmation, delivery confirmation, and more.

Pros

All conversations are captured verbatim with auto-generated messages clearly differentiated from customer incoming texts and also agent outbound texts. That feature is vital for agent training, tracking customer history, spotting trends, First Call Resolution, and compliance-related issues.

Cons

A few "shortcuts" (for instances, inserting a time and date for a scheduled callback from the dialer platform) were custom-developed and slightly klugy (requiring agents to insert a "carat", then a short code). Later iterations continued to improve!

Pros

It was easy of use and quick to set up. Our customer support person at teckst was delightful, always available and very knowledgeable

Cons

The only thing we have in the form of a complaint (cuz there arent many) is the price. We would have liked the price to be slightly more competitive.

Increased user immersion and longer use times of our products.

Pros

The tool is intuitive and provides our customers with real-time mobile support in ways that are more elegant than mobile chat widgets.

Cons

Real-Time Reporting is not yet at the level of some chat tools but is getting there quickly. We are able to embed it with tools like Domo to meet our needs.

Pros

The customer support is excellent. We use the Zendesk integration, which made for the seamless addition of sms as a support channel to our existing support workflow.

Cons

Would be nice to be able to change automatic responses on our own, but customer support is more than helpful so its not a deal breaker.

Pros

The most valuable feature was the simple integration with our CRM system (desk.com). The integration allowed us to switch between texting and emailing our customers.

Cons

Cost of entry level offering. There was great value in the offering, but it was more than what we needed for our use case.

It's another channel to effectively communicate with our clients.

Pros

Software was embedded seamlessly and works without much issues. Of the issues we had, they were actually resolved, rather than placed into "the pipeline".

Pros

Connects seamlessly with our other communication channels.
Easy to use by all of our agents.
Always helpful when we have questions or want to change something.
Great data that is readily available and easy to action.

Cons

It would be useful if we could send messages in batches. Would also like to be able to automate in the future.

Pros

Although it lacks a self-service dashboard, their CX team makes it so easy to get things done/updated/changed with a simple email. It works quietly and (from where I sit) seamlessly. Whatever they're doing to make this happen, two thumbs up!

Cons

There is no self-service dashboard for admin actions. Actions/triggers I expected to be in place (like auto-responders) sometimes were not firing.

Pros

Beautiful seamless integration with Zendesk. On-board in for the agents was equally easy. Customer support is always very responsive.

Cons

I love to see some sort of admin-dashboard to track billing/minute usage/self update logic. While always quick to respond to change requests, I'd like to have ability to review/change at a moment's notice.

Pros

The support of the product is really good. The team that we have to help us with our needs has been great. Ease of use is really nice as well, it is easy to understand, implement and train on.

Cons

There is still a lot of room for the product to grow. They are allowing for texting within salesforce and trying to mimic that is a difficult task. There are some bugs in the product but that is the case with any new growing product.